Monitors all REMEDY queues for all NEC Fort Detrick REMEDY support groups to ensure that tickets are properly templated and routed to the correct support group.

Maintains a safe workplace ensuring that he/she is aware of and observes appropriate safety and occupational health rules and regulations.

May be required to attend safety training relative to his/her position and report any infractions of safety procedures to the facility Safety Officer.

Performs light duties and other related duties as required and assigned.

SKILLS AND QUALIFICATIONS

Working knowledge of customer support and troubleshooting principles and methods;

Ability to plan and deliver a full range of customer support services to customers including installing, configuring, upgrading, and troubleshooting any hardware and software components present; delivering formal and informal training and assistance to customers; reporting, responding to and resolving customer requests via Remedy and other trouble ticketing systems;

Ability to diagnose and resolve problems in response to customer reported incidents;

Must be able to identify, research, evaluate, and provide feedback to management on problematic trends and patterns in customer support;

Ability to assist in the development and management of customer service performance requirements;

Must assist in the development of customer support policies, procedures, and standards;

Ability to troubleshoot complex problems in coordination with other IT teams and service providers;

Design, test and install network software and hardware (must be familiar with Brocade, Cisco, F5 and similar network equipment (L2/L3 switches/routers/firewalls and other supporting devices and appliances.

Actively participate in Change and Configuration Management (CCM) activities and prepare Request for Change (RFC) documentation for all upcoming Change requests in the test and production environments.

Configure and implement network monitoring and management systems.

Implement and monitor network security.

Analyze current network software and propose modifications and new software for impact standards and procedures.

Responsible for maintaining network documentation and diagrams including Microsoft Visio or similar diagramming tool including accreditation documentation requirements.